Key Account Manager

About Acquia: Acquia empowers the world’s most ambitious brands to shape digital customer experiences that matter. With open-source Drupal at its absolute core, the Acquia Digital Experience Platform (DXP) enables marketing teams, software developers, and IT operations cells across thousands of global organizations to rapidly compose, deploy, and scale digital products and services. Headquartered in the United States and recognized as a Great Place to Work-Certified™ company in the United Kingdom, Acquia is consistently ranked among the world’s top software enterprises, providing best-of-breed content management solutions that maximize user engagement and accelerate multi-channel conversion metrics across the web.

Position Overview

We are seeking a highly ambitious, results-driven, and process-oriented Key Account Manager to lead our commercial preservation and extension pipelines under a permanent, full-time remote framework open across the United Kingdom. In this business-critical customer retention seat, you will claim absolute operational ownership over our existing higher education and state/local government institutional portfolios—exceeding strict quarterly renewal and Annual Contract Value (ACV) upsell or cross-sell quotas. Shifting completely away from cold top-of-funnel outbound lead dialing, raw digital transcription, or complex software source tree modifications, you will manage an active subscriber success, contract forecasting, and client advocacy center. This position requires an enterprise account relationship authority with 3–5 years of technology sector history who navigates complex public sector buying committees fluidly natively using Sales Representative methods, updates commercial pipelines systematically across Salesforce and Gainsight, guides client onboarding processes cleanly, and triages account risks or escalations confidently to protect long-term account health and expansion potential.

Key Responsibilities

• Commercial Portfolio Retention Governance: Drive, secure, and finalize quarterly customer contract renewals, managing account relationships systematically to exceed assigned retention targets natively utilizing Sales Representative frameworks.
• ACV Expansion & Upsell Execution: Proactively analyze existing customer footprints to spot, nurture, and close net-new cross-sell and upsell opportunities, increasing contract values.
• Public Sector Account Advocacy: Function as a dedicated internal advocate for complex higher education and state or local government accounts, aligning client success with our open-source software stack.
• Risk Mitigation & Issue Triage: Detect, intercept, and mitigate client friction points, technical support challenges, or account risks with an appropriate sense of operational urgency.
• Procurement & Contract Calibration: Partner closely with institutional business users, legal departments, and centralized procurement officers to secure timely renewals and avoid gaps.
• Data Tooling & CRM Hygiene: Maintain absolute administrative record accuracy across internal tracking databases, documenting account milestones cleanly inside Salesforce (SFDC), Gainsight, and Jira .
• AI Ecosystem Collaboration: Openly adopt and leverage automated AI productivity tools to enhance workflow efficiencies and optimize renewal data analysis.

Required Skills & Qualifications

• A minimum of 3–5 years of proven professional history operating inside a Sales, Account Management, Customer Success, or closely related commercial growth role within a technology or B2B SaaS organization.
• Track Record of Quota Attainment: Verifiable history holding direct responsibility for, and consistently exceeding, a formal renewals or ACV upsell and cross-sell commercial quota track.
• Granular experience designing and executing contract forecasting, data analysis, and multi-tenant account roadmaps inside fast-paced spaces.
• Outstanding verbal and written communication strengths in English, with an established ability to frame value propositions clearly to leadership-level contacts.
• Solid organizational literacy, with demonstrated comfort manipulating computing suites including Microsoft Office and Google Workspace tools (Word, Excel, PowerPoint).
• Location Context: Position operates under remote geographic guidelines open exclusively to qualified account managers residing permanently within the United Kingdom .

Preferred Strategic Indicators (Nice to Have)

• Prior background procuring software contracts or managing commercial portfolios directly for educational institutions, universities, or government bodies .
• Hands-on operational familiarity with open-source software structures, digital experience platforms (DXP), or web content ecosystems like Drupal .
• Familiarity navigating collaborative engineering systems such as Jira to check on customer defect resolutions.

What We Offer

• Top Competitive UK Account Salary Model: A market-competitive annual base salary structure optimized for experienced SaaS account management talent, supplemented by an attractive commission and variable incentive layout.
• 100% remote working flexibility across the United Kingdom, granting true day-to-day work-life balance and lifestyle independence.
• Direct professional interaction and credentials built alongside an analyst-recognized market leader in cloud-native content experience software.
• Comprehensive regional health assurance programs and benefits parameters calibrated closely to premier UK baselines.
• Access to progressive technology enablement frameworks, inclusive training, and clear pathways for internal merit advancement within a globally certified Great Place to Work.